Responsibilities:

• Provide technical leadership and ongoing support for complex IT services and technologies, ensuring their stability, availability, and performance
• Manage and coordinate a global operations team, including scheduling, on-call rotations, holidays, and coverage planning
• Lead internal change reviews to ensure best practices are followed and that all changes comply with mandatory governance and operational requirements
• Oversee IT service operation processes such as event management, incident management, problem management, and upgrade coordination in line with ITIL standards
• Drive automation initiatives and act as a liaison between teams, management, service owners, and development functions
• Identify and implement process improvements to optimize daily operations, resolve bottlenecks, and enhance service efficiency
• Act as Service Recovery Manager during major incidents or outages, coordinating response efforts, delegating actions, and running crisis calls across multiple teams
• Conduct training sessions to ensure effective knowledge transfer, maintain up-to-date service documentation, and foster continuous learning within the team
• Ensure consistent global service quality, platform availability, and proactive risk identification and mitigation
• Support the implementation of standardized processes across IT systems and teams, and act as an escalation point for complex technical issues

Requirements:

• Minimum 5 years of experience in IT, computer science, or a related technical field
• Strong soft skills, including time management, problem-solving, adaptability, teamwork, leadership, attention to detail, and conflict resolution
• A proactive mindset with a “can-do” attitude and the ability to focus on solutions rather than problems
• Experience using Jira, Confluence, Kanban boards, and ServiceNow
• Proven ability to manage complex incidents, prevent escalations, mitigate risks, and handle crisis situations effectively
• Ability to work independently and collaboratively, with strong team-building and interpersonal skills
• Analytical mindset with curiosity, initiative, and a desire to make an impact
• Experience working in Agile environments and understanding of Agile principles

Technical Skills:

• Linux server administration (including bash scripting)
• Oracle Database (preferably 19c)
• Python scripting
• Big Data Analytics platforms (e.g., Hadoop)
• Cloud platforms (GCP, Azure, or AWS)
• Job scheduling tools (e.g., Control-M)
• Monitoring and analytics tools (Splunk, AppDynamics, Kibana)
• CI/CD pipelines (e.g., Jenkins, GitHub, Nexus)
• Proficiency in IT service recovery and quality management disciplines
• Experience with ITIL service operations (event, incident, problem management, and upgrade coordination); ITIL certification is a plus